“We ask caregivers to give exceptional care to every client, but we have to ask ourselves: How are we caring for them? Care that starts within—with our people, our culture, and our commitment to every person in the network—is what makes A Higher Standard® possible at every level.”
As Chief Experience Officer at BrightStar Care®, Heather Brazik Smith leads all change management across the Franchise Support Center, franchisee experience design, people and talent strategy, and AI integration into BrightStar’s operating model. Her elevation from Chief Human Resources Officer to CXO reflects the organization’s conviction that the employee experience, the owner experience, and the client experience are not separate problems — they are the same commitment, at every level of the network.
Before joining BrightStar Care, Heather led transformational initiatives at several organizations. At Health Prime International, she advised on M&A and integration efforts. At R1 RCM, she served as Senior Vice President of Organizational Development. She also led L&D at Gallagher and Equity Residential, where she developed leadership programs and redesigned the sales culture with an award-winning curriculum. Colleagues consistently describe her as a change management expert who combines rigor with humanity.
Heather is passionate about developing women leaders, designing programs that address the real challenges of career advancement and extending that work through volunteer coaching and mentorship. Since graduating from Bowling Green State University, her career has been defined by culture alignment, leadership development, and the conviction that organizational change works best when people are at the center of it.
Heather raised three children in the Chicago area and currently lives in Scottsdale with her husband, their youngest daughter who is attending Arizona State University and their two dogs, Roxy and Winter. When not spending time with her family or colleagues, Heather enjoys reading, yoga, and attending sporting events and concerts.